Tag: Customer experience

Our customers have spoken: “A reliable partner with quality services”

In this blog, Arelion CEO Staffan Göjeryd writes about our latest NPS figure and why customer experience is key in the connectivity business.

The quest for network quality

The word ‘quality’ is often used in the telecoms industry. However, it is an elusive concept and somewhat difficult to define. Is it purely subjective or something that can be objectively measured and followed-up with figures and KPIs? The fact is, when it comes to the network and services, ‘quality’ is a broad and somewhat intangible concept, without a single commonly accepted definition. And while, for most leaders, network quality is a given – with SLAs acting as a key safety net – it does not define or capture all the qualities that matter to decision makers.

Finding value in a crowded marketplace

A brand is more than a name or a logo. It’s the promise of an experience, a distillation of values – and an emotional connection. So, when Telia Carrier (now Arelion) approached us about rebranding, we were excited. However, becoming an independent provider takes more than just changing business cards; it requires an understanding of core values.

CX in the new operator world

In the new operator world, customer sensitivity to faults is rising while demand for greater transparency is growing. How can carriers improve customer experience, combining technology with a human touch?

CX, ITIL and farming – Bernd Hesse has got your back

In this, the last of our ‘meet the team’ blogs in 2021, we meet Bernd Hesse, a business service manager from our CX service management team, based in Frankfurt, Germany.  Bernd has been with Telia Carrier for over 20 years and seen a huge amount of innovation and change in terms of what our customers […]

CX Networks 2022: Patience, Trust and Pride

As we come to the end of the year, we want to reflect on what we have accomplished and where we can do better. For Telia Carrier, Customer Experience (CX) is about empowering our people to always do better. The heart of making CX a success is the sense of ownership that everyone in our […]

CX in the USA: Anthony Manocchio

Recently, we decided it was about time we spent some time introducing you to the team at Telia Carrier that makes the customer experience (CX) we deliver the best in the industry.  That isn’t just our opinion, customers tell us time and time again that we are there when they need us, whether it is […]

On the front line of CX: Vera Skogoreva

At Telia Carrier our commitment to customer experience (CX) is second to none and we constantly look at how we can make improvements to how we deliver services and respond to incidents on our network.  Our CEO, Staffan Göjeryd, explains it in an earlier blog, but the heart of making CX a success is our […]

Our Conflict-Free Channel Program Recognized Again

Telia Carrier’s Conflict-Free Channel Program has done it again – earning the ‘Most Responsive Supplier Channel Team’ by ChannelVision in their 2021 Visionary Spotlight Awards. That’s right, for the second year in a row our dedication to the customer experience has set us apart in the competitive network services market and the success we’ve achieved […]

CEO Blog: Building a Culture of Excellence

When it comes down to choosing a service provider, there are many things to consider – from product features and technology platforms to contract terms and pricing. But at the end of the day, what does it all really boil down to? At Telia Carrier, after many years spent asking our customers for feedback, we […]

An FAQ doesn’t cut it for customer service

We all know what it is like to have a bad customer experience.  They can come in many forms, whether it is navigating a website, dealing with an assistant that doesn’t understand the products they sell, or customer service agent that lacks the technical skills to help with your problem.  Heck sometimes it can be […]

Standing out through customer experience

While CX seems simple, it’s hard to get right. It starts with culture, such as the humility to realize that your customers are more important than you. Recently, I was interviewed by Capacity Magazine about Telia Carrier’s heavy focus on customer experience – you can read the full article below. Q. Why is customer experience […]